Collections Team Leader

2 weeks ago

Tempe, Arizona, United States ACHIEVE Full time
Company Overview

Achieve is a premier digital personal finance organization dedicated to transforming the financial lives of individuals. We empower people to transition from financial struggle to stability by offering innovative and customized financial solutions. Utilizing proprietary data and analytics, our offerings are designed to support every phase of our members' financial journeys, including personal loans, home equity loans, debt consolidation, and educational resources. Our mission is to assist our members in advancing their financial well-being with empathy and care, treating them as individuals rather than mere account numbers.

Position Overview

The Advanced Loan Servicing (Collections) Supervisor plays a crucial role in supporting the Advanced Servicing team, ensuring that both performance and productivity benchmarks are met. This position emphasizes the identification of improvement opportunities for individual agents and the collective team. The supervisor will collaborate with peers, coaches, and other leadership members to uphold best practices. This role is pivotal in the development of agents and the refinement of processes. In addition, the supervisor may engage in training, coaching, and payroll activities as needed. Supervisors are integral to the continuous development, enhancement, and execution of operational processes and procedures. They may also provide support to existing specialist staff during peak volumes.

Join Achieve and Make a Difference

At Achieve, we are positively impacting millions of lives. From single parents managing bills to entrepreneurs seeking funding for growth, you will contribute to their journey toward a brighter financial future. Our workforce comprises over 2,700 employees, primarily in hybrid and fully remote roles across the United States. We are strategically expanding our teams to increase work-from-home opportunities to better serve our members. A career at Achieve transcends a mere job; it offers a chance to make a significant impact, foster a sense of belonging, build a rewarding career, and prioritize your well-being.

Key Responsibilities:
  • Deliver ongoing and initial coaching and training to both new and existing team members.
  • Conduct quality assurance evaluations on calls, emails, correspondence, and data entry performed by staff.
  • Address and resolve borrower complaints effectively.
  • Assist in documenting operational processes and procedures.
  • Support the implementation of new processes.
  • Regularly report agent productivity metrics to executives.
  • Ensure all individual specialists meet their Key Performance Indicators (KPIs).
  • Ensure departmental KPIs are achieved.
  • Prepare and present action plans when metrics fall short.
  • Administer corrective actions as necessary.
  • Monitor schedule adherence and attendance for all direct reports.
  • Conduct semi-annual performance evaluations.
  • Hold monthly one-on-one meetings with direct reports.
  • Review and approve time-off requests for the team.
  • Review and authorize all time cards for the team.
  • Oversee a team of up to 15 Advanced Servicing Specialists.
Qualifications:
  • High School Diploma or GED required.
  • 3-5 years of experience in Call Center Collections.
  • Previous leadership experience is preferred.
  • Exceptional communication skills.
  • Ability to meet deadlines and achieve objectives.
  • Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.
  • Demonstrated track record of process improvement.
Preferred Skills:
  • Strong verbal and written communication skills for interaction with all staff levels.
  • Ability to manage multiple tasks simultaneously.
  • Strong organizational skills while handling various projects.
  • Advanced knowledge of Microsoft Office applications.
  • Quick learner of PC-based programs.
Additional Information:

Shift: Monday to Friday, flexible hours.

Compensation: Base Salary plus Bonus.

Benefits Include:
  • Hybrid work opportunities.
  • 401(k) with employer match.
  • Comprehensive medical, dental, and vision plans.
  • Generous vacation and sick leave, along with dedicated volunteer days.
  • Access to wellness support through various programs.
  • Financial assistance for eligible education expenses.
  • Pet care discounts.
  • Support during financial hardships through the Achieve Care Fund.
  • A supportive environment with employee resource groups.

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